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Richard
Richard, Email Systems Specialist
Category: Email
Satisfied Customers: 35381
Experience:  Over 15 year experience in Email Systems and Programs
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I am trying to sign in to an email account that I have not

Customer Question

I am trying to sign in to an email account that I have not used for over a year. I know the email address and I KNOW the password ***** it keeps telling me NO.
JA: Just to clarify, what email service provider are you using for this account?
Customer: gmail
JA: How do you access your email most often? On a phone or tablet, or through a web browser?
Customer: web browse
JA: What troubleshooting have you tried?
Customer: phone text code, google FAQ, 2nd question for account (I may not remember what the question was!)
JA: Anything else you want the email expert to know before I connect you?
Customer: don't know how to proceed, Would like to begin using this email if I can get it back in service. I know it's me, but can't seem to get it working. I would have set it up with a recovery email of***@******.*** and a phone recovery of(###) ###-####
Submitted: 7 months ago.
Category: Email
Expert:  Richard replied 7 months ago.

Hi there and welcome

Are you trying to sign in on a computer or a phone? Or another type of device?

And what is the exact message you get when it fails to sign in?

I can see you are a first time user to the site. What we do here is either a question and answer type of conversation or remote support where I would actually connect to the computer and have a look and attempt to fix the problem for you.

Remote support can save a lot of time if you are not comfortable performing repairs yourself. Sometimes even with instructions you can make a mistake and make things worse.

I will send an offer through for remote support and should you accept I will connect and see what is going on and fix the issue. Otherwise we can continue to talk like this but I will need to ask a number of other questions and try and walk you through some steps.

Both options are 100% guaranteed by the way. Remote is just quicker and avoids the risk of you making a mistake and doing something wrong.

If you want remote click get extra help. If not simply reply to me.

Thanks,

Richard

Customer: replied 7 months ago.
I am trying to sign in on a computer. it will tell me "wrong password". I will give it the code I get and it will tell me, cannot verify me. I KNOW it is me, but cannot seem to get past it. I kNOW that this is the password ***** to set up the account.
Customer: replied 7 months ago.
my normal method of access is a computer
Customer: replied 7 months ago.
am I still getting help?
Expert:  Richard replied 7 months ago.

Thanks

Can you click on my link below please

https://www.google.com/accounts/recovery

Enter your Gmail account and follow the steps to reset your password *****

Please let me know how you go

Customer: replied 7 months ago.
am getting same cycle of put in email address, put in password, get text and now it tells me that the phone number is ***** right, which is wrong! What is going on here?
Customer: replied 7 months ago.
this conversation appeared on my phone so we know that that is the correct phone number!
Expert:  Richard replied 7 months ago.

this service is separate to the email.

If it says the phone is wrong, it will be as it was what was entered when you created the account.

Did you also specify an email address for recovery?

Customer: replied 7 months ago.
the recovery email was***@******.***
Customer: replied 7 months ago.
No where do I see an opportunity to "reset password" where would that be?
Expert:  Richard replied 7 months ago.

that is on my link I gave, you see the option to reset the password, then choose the recovery email please

Customer: replied 7 months ago.
the page that your link takes me to is a sign in page and does not have an option to reset password
Expert:  Richard replied 7 months ago.

it is the direct to the process to reset password

When you enter you gmail address what do you then see?

Customer: replied 7 months ago.
34;enter the last password ***** remember"
Expert:  Richard replied 7 months ago.

ok, enter this please and tell me what you see next.

Customer: replied 7 months ago.
I have lost your conversation in my computer but still getting same just a cycle of enter email and last password
Expert:  Richard replied 7 months ago.

The last step we had was.

You were at

"enter the last password ***** remember"

And I asked what you saw as the next page when you did this.

Customer: replied 7 months ago.
Lost page and don't have your conversation in computer either
Expert:  Richard replied 7 months ago.

you keep saying this but you keep replying to my messages..

Sorry but I am not sure how to respond to this.

Customer: replied 7 months ago.
Ok. Ack to answer the following question to verify account is yours. Get verification code by text message
Customer: replied 7 months ago.
When. I put in codes get the number you entered is incorrect try again
Expert:  Richard replied 7 months ago.

So you receive the actual code on the phone now? As before you said it was the wrong number

Customer: replied 7 months ago.
I keep getting codes and put them in but doesn't help
Expert:  Richard replied 7 months ago.

Can I connect to your computer please

Can you go to www.teamviewer.com

Click on Download in the middle of the page

Download and install the program and give me the ID and Password ***** please so I can connect

Do not close the program but leave it open else I will not be able to connect

Thank you

Customer: replied 7 months ago.
Said to close program and restart now cannot find program and this is taking way too long. Now says download team viewer again
Expert:  Richard replied 7 months ago.

if it says to close the program, then it means you are doing the instructions a second time.

Customer: replied 7 months ago.
not sure what to do next
Expert:  Richard replied 7 months ago.

open the program please as you now have it installed.

Customer: replied 7 months ago.
Don't see where to "open"
Expert:  Richard replied 7 months ago.

you open it like opening any other program on your computer

Customer: replied 7 months ago.
It's open
Customer: replied 7 months ago.
How much access does this give you
Expert:  Richard replied 7 months ago.

you need to give me the ID and Password ***** I can connect please,.

Customer: replied 7 months ago.
8725
Expert:  Richard replied 7 months ago.

it says the ID does not exist, please double check it.

Customer: replied 7 months ago.
Expert:  Richard replied 7 months ago.

connecting

Customer: replied 7 months ago.
Thanked me for session and closed
Expert:  Richard replied 7 months ago.

Sorry I did not feel comfortable with the questions and statements made whilst I was connected from the onset, I am not Google, so am not the cause for the issue.

I am sorry the problem frustrates you but this cannot be changed.

Expert:  Richard replied 7 months ago.

you will therefore need to continue here and do the reset procedure correctly please as I have been indicating.

Customer: replied 7 months ago.
How much longer will this take
Expert:  Richard replied 7 months ago.

you will need to continue here and do the reset procedure correctly please as I have been indicating.

Customer: replied 7 months ago.
We need be done soon or I can't continue
Expert:  Richard replied 7 months ago.

whats the gmail address with the problem?

Customer: replied 7 months ago.
Expert:  Richard replied 7 months ago.

what is the first and last name of the account

Customer: replied 7 months ago.
Harriett Browne
Expert:  Richard replied 7 months ago.

when I go to reset the password ***** get the message the account does not exist.

Customer: replied 7 months ago.
Has not been used since set up
Expert:  Richard replied 7 months ago.

the you need to make a new account as this one does not exist. Before you said you were receiving code but this would not be possible as the account is not there.

Customer: replied 7 months ago.
It did send me codes.
Expert:  Richard replied 7 months ago.

it does not exist though, I just went through the procedure for

***@******.***
Customer: replied 7 months ago.
what exactly does that mean
Customer: replied 7 months ago.
It existed when I created it
Expert:  Richard replied 7 months ago.

yes, that was over a year ago, they will have closed it due to inactivity as it currently does not exist

Customer: replied 7 months ago.
It would not have been a capital h
Expert:  Richard replied 7 months ago.

ok, you gave it to me with a capital

Whats the last password ***** think you used

Customer: replied 7 months ago.
Rat6970queens with no capital r.
Expert:  Richard replied 7 months ago.

ok, what is the recovery phone you used that you got the pin sent to?

Customer: replied 7 months ago.
Either(###) ###-####or(###) ###-####but cannot text to second number
Expert:  Richard replied 7 months ago.

ok, it is the second number thats in use, is it a house phone?

Customer: replied 7 months ago.
no texting
Expert:  Richard replied 7 months ago.

Ok, Unfortunately you are not going to be able to recover this account unless you can remember the password. It is extremely important that you keep your recovery options up to date and correct (no home phones, as it only requests you enter cell phones) since that is your only way back in if you don't have the password. Gmail being a free email service does not offer any support aside from what you have seen online. A few years back they did have more options for people in your situation but now they simply suggest you create a new account.

This you can create here

https://accounts.google.com/SignUpWithoutGmail?hl=en

Create your Google Account

accounts.google.com

A single username and password ***** you into everything Google (Gmail, Chrome, YouTube, Google Maps). Set up your profile and preferences just the way you like.

I am sorry to have to tell you this but unless you can remember or get access to the correct password ***** is no way back in. Gmail states the following "When you register for an account, it's up to you to provide the most up-to-date and valid recovery info. Your best option to avoid losing access is to update your recovery info if you get a new phone number or change your alternate email address. "

So unfortunately there are no options .In the interest of saving yourself some time I would suggest you don't spend more looking for a solution in this situation as you have no options aside from getting the correct password ***** am sorry to say. I just don't want to give you hope because in the last year Google has completely cut off any type of support and leaves account recovery entirely up to the user meaning if you don't keep your recovery info up to date and forget or lose the password ***** cannot get back into the account.

Again, sorry to have to deliver the bad news but hopefully it saves you some time in the long run and prevents anything like this from ever happening again.

It would be greatly appreciated if you could rate my reply to you by clicking 3 stars are more. I of course understand this is not good news but you are just rating me personally and not google, their policies, or the situation itself.

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